Responsibilities

• As the Marketing Engagement & Service Manager, you will shape and deliver customer engagement strategies for Small Business, Medium Business and Large Enterprise customers.
• Through targeted lifecycle communications, loyalty programmes and data-driven marketing, you will help maximise customer lifetime value, strengthen engagement, and enhance customer experience.
• Lead and develop a high-performing team made up of four direct reports, fostering collaboration, accountability and continuous improvement while creating an inclusive and positive team culture.
• Own the customer engagement strategy and communications roadmap for SME+ customers, delivering lifecycle marketing campaigns aligned to Customer Value Management (CVM) priorities and commercial objectives.
• Oversee the delivery and optimisation of loyalty and engagement programmes, including VeryMe and SME Business Rewards, to drive customer satisfaction, engagement and retention.
• Partner with stakeholders across the business including Marketing, Trading, Propositions, Brand, Legal, Customer Operations, Go-to-Market teams and VOIS Marketing Shared Services to plan and deliver customer initiatives.
• Use customer insight, analytics and testing to optimise targeting, contact strategies and campaign performance, ensuring a data-driven approach to decision-making.
• Manage campaign delivery from brief to execution, working with internal creative teams, shared services and external agencies to deliver high-quality communications on time and within budget.
• Provide clear performance reporting and recommendations, sharing insights with CVM, Trading and Sales teams to improve commercial outcomes, customer engagement and operational effectiveness.
• Ensure all customer communications are customer-centric, brand-aligned and compliant, delivering a consistent experience across all channels and supporting key business-wide communications, including annual price change activity.

Requirements

• Experience within business-to-business (B2B) marketing, particularly within Small and Medium Business segments, is desirable.
• Experience leading and developing teams
• Strong project management skills, with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Experience developing and delivering customer-focused marketing campaigns across multiple communication channels.
• Experience using customer data, testing methodologies and performance metrics to optimise marketing activity.

Preferred

• Experience within business-to-business (B2B) marketing, particularly within Small and Medium Business segments, is desirable.

Benefits

• great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work
• You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more
• We help with your career through our amazing learning tools and top-notch parental leave policies